Insurance adjusting firm Pilot Catastrophe Services has deployed an innovative cloud solution across its US operations to provide uninterrupted communications and customer engagement during natural disasters.
Pilot Catastrophe Services provides a suite of services to handle claims arising from catastrophic events. With adjusters spread out across the country, Pilot’s professional staff needed a cloud-based integrated contact center and unified communications solution to support in-field operations and to ensure communications were robust and updated in real-time when responding to natural disasters.
Based on the XCaaS unified communications platform from 8×8, the solution also provides a system that can quickly scale up or down, depending on the size and number of events at any given time.
“Mother Nature doesn’t give us an itinerary,” said Craig Smith, Telecom Manager at Pilot Catastrophe Services. “So, when she does call, we need a technology solution that allows us to react within days, if not hours. XCaaS allows our adjusters to work remotely and respond to natural disasters wherever they’re needed, enabling us to provide rapid, seamless customer and employee experiences across all geographies.”
With over 7,000 cloud contact center and unified communications licenses available, Pilot Catastrophe Services is able to simplify adjusters’ communication while also ramping up their emergency response team, ensuring the correct number of team members are present to manage the storm site. Now 8×8’s mobile application allows outside adjusters to receive voicemail notifications and access voicemails from clients and colleagues country-wide while on the go. Additionally, quality management analytics allow supervisors to improve workflows, coach their team members, and balance call levels across their department.
“As one of the companies providing valuable services in response to the largest natural disasters in the country, Pilot Catastrophe Services needs a communication solution that is reliable and resilient as they support the needs of clients during their time of need,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “8×8 XCaaS provides the seamless, consistent communications they need – regardless of whether the employee is located in a Pilot facility, in the field, or at home managing the contact center. By deploying a communications and contact center platform they are confident in, Pilot is better able to respond to more claims in more hard-hit areas.”
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